Voice of Customer Program Specialist

JOB SUMMARY:

The Voice of Customer Program Specialist is responsible for supporting the execution and ongoing management of Midmark’s Voice of the Customer (VoC) Program across the Customer Engagement function. This role manages customer feedback administration, survey deployment, reporting, and analytics to ensure customer insights are translated into actionable business improvements. Works cross-functionally to support closed-loop processes and journey mapping initiatives. Performs work under minimal supervision and serves as a subject matter resource for customer feedback tools, reporting, and analysis.

ESSENTIAL/PRIMARY DUTIES:

• Administers and manages customer feedback platforms, including survey configuration, deployment, monitoring, and maintenance

• Supports execution of Voice of the Customer initiatives and projects, ensuring timelines, deliverables, and stakeholder expectations are met

• Collects, analyzes, and interprets quantitative and qualitative customer feedback data to identify trends, insights, and improvement opportunities

• Develops dashboards, scorecards, and reports to communicate Voice of the Customer metrics, including Net Promoter Score and related indicators

• Supports closed-loop feedback processes by tracking follow-up actions and ensuring resolution of customer concerns

• Assists in maintaining and updating the end-to-end Customer Journey map based on customer feedback and research findings

• Partners with cross-functional teams to translate customer insights into actionable processes or experience improvements

• Maintains documentation of Voice of the Customer processes, standards, and reporting methodologies

• Supports governance processes related to feedback reporting, data integrity, and system enhancements

• Ensures data accuracy, confidentiality, and compliance with company policies and regulatory standards

SECONDARY DUTIES:

• Participates in cross-functional meetings and continuous improvement initiatives

• Assists with special projects and research initiatives related to customer engagement

• Other duties, as needed

EDUCATION and/or EXPERIENCE:

Bachelor’s degree in marketing, business, analytics, or related field and 3+ years of experience in customer insights, Voice of the Customer, marketing research, business analytics, or related function, or equivalent combination of education and experience.

COMPETENCY and/or SKILL: 

• Solid working knowledge of Voice of the Customer methodologies and customer journey mapping

• Solid working knowledge of survey and feedback management platforms

• Comprehensive knowledge of data analysis and reporting tools

• Solid working knowledge of dashboard development and performance metrics

• Strong analytical and critical thinking skills

• Solid working knowledge of CRM systems

• Strong written and verbal communication skills

• Ability to manage multiple projects and priorities in a deadline-driven environment

SUPERVISORY RESPONSIBILITIES:

• No supervisory responsibilities